peris gathirimu
@perisgathirimu
Empathetic customer support specialist driving retention and satisfaction.
KenyaWhat I'm looking for
I am an empathetic, detail-oriented Customer Support Specialist with over five years of multichannel experience across insurance, fintech, and SaaS industries. I specialize in translating complex information into warm, human responses, documenting knowledge bases, and collaborating cross-functionally to refine support workflows.
I have a proven track record improving retention and response metrics—achieving outcomes such as a 90% client retention rate, 98% query resolution satisfaction, a 30% reduction in response times, and a 20% improvement in retention through onboarding and billing support. I regularly apply CRM tools (HubSpot, Zendesk, Freshdesk, Notion) and AI-assisted workflows to streamline responses and scale support quality.
I hold an MBA and a Bachelor of Commerce, and I pursue continuous learning through certifications in CRM, customer success, analytics, and AI. I thrive in remote-first, mission-driven teams where I can use empathetic communication, data-informed insights, and a growth mindset to improve customer experience and drive product adoption.
Experience
Work history, roles, and key accomplishments
Customer Service Representative
20x Entrepreneur
Oct 2023 - Nov 2024 (1 year 1 month)
Delivered email, chat and voice support achieving a 90% client retention rate, onboarded 50+ entrepreneurs, and partnered with marketing to improve FAQs and reduce repetitive inquiries.
Customer Support Specialist
Customer Support & Client Engagement
Sep 2023 - Nov 2024 (1 year 2 months)
Provided empathetic multichannel support across email, chat and social platforms, documented FAQs and feedback, and applied AI tools to streamline responses and improve customer engagement workflows.
Client Success Executive
Bismart Insurance
May 2022 - Sep 2023 (1 year 4 months)
Assisted clients with onboarding, renewals and billing, reducing response times by 30% and improving retention by 20% through proactive support and tailored reporting.
Administrative Assistant
True Payment Solutions
Mar 2021 - Apr 2022 (1 year 1 month)
Supported U.S. clients remotely with order tracking, billing and account updates, maintained CRM records for 500+ monthly transactions, and helped generate a 15% increase in recurring revenue through upsell identification.
Education
Degrees, certifications, and relevant coursework
UUUnited States International University
Master of Business Administration, Business Administration
Completed a Master of Business Administration focusing on advanced business and management principles.
GUGretsa University
Bachelor of Commerce, Commerce
Completed a Bachelor of Commerce covering core commerce subjects including accounting, finance, and business studies.
Availability
Location
KenyaAuthorized to work in
Job categories
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